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  1. Moments of Planet Impact

The “Moments of Planet Impact” pinpoint the steps in the customer journey that hold the greatest potential for contributing to corporate sustainability goals within the service in question. For instance, consider a restaurant chain that wants to reduce food waste. One of the “Moments of Planet Impact” could then be the moment that the customer orders, as over-ordering has a direct impact on food waste.

  1. Planet Knowledge Gaps

As we don’t always know why customer make choices, the planet lane also identifies our knowledge gaps. In the end, like in any service design project, designing for change hinges on robust insights. The “Planet Knowledge gaps” highlights areas where our understanding of consumer behaviour and underlaying triggers or motivations falls short. Take for example a fashion/retail company in pursuit of increasing the longevity of their garment. They would need to understand why some people take better care of their products than others, as well as the underlying motivations, abilities and triggers/barriers to do so.

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Anna van der Togt Lead Service Designer

As Lead Sustainability for Livework, Anna coordinates across clients and projects to ensure our designers structurally update their mental models, approach and toolset to integrate the ecological perspective. 

As a pragmatic environmentalist, she draws from over 6 years of experience in complex service/system innovation projects and transformation programs at companies like JPMorgan and Adidas. She leverages this background to work as a catalyst 0f change for the better.

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